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The experience starts with the first search result. We check how you are found compared with the market.
Customer experiences that generate revenue.
We design and develop shop, app and service as one continuous experience. Every change is measured. That way you see what lifts conversion and revenue.
- Goal, design and build, growth
- Conversion and customer value as fixed metrics
The problem
Lots of visits, too few purchases.
Your customers measure you against the best experience they know, including outside your industry.
- Visitors drop out shortly before completing the purchase.
- Shop, app and service feel like three companies.
- Customers prefer ordering by phone over online.
- Nobody knows which change raises conversion.
- Every improvement waits for an agency or the next project.
- A purchase process customers are happy to complete online.
- One continuous experience across shop, app and service.
- Customers order wherever it is easiest for them, online included.
- Defined metrics for conversion and customer value.
- A team that keeps developing the experience on its own.
Quick check
Where does your customer experience stand today?
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Stage 0
Separate channels
Shop, app and service are planned and managed separately. How changes affect revenue stays unclear.
- Customer insight
- missing
- Design
- missing
- Measurement
- missing
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Stage 1
Aligned channels
Shop, app and service follow a shared picture. What individual changes achieve is not measured yet.
- Customer insight
- in progress
- Design
- established
- Measurement
- missing
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Stage 2
Measurable impact
Every change is measured and developed further. Conversion and customer value are core steering metrics.
- Customer insight
- established
- Design
- established
- Measurement
- established
Scope of services
One continuous experience, from the first click to service.
How your customers perceive shop, app and service determines your revenue. This is where the second value lever comes in.
Measurement When features go live faster, what counts is which of them lift conversion. We evaluate every change along the customer journey.
Approach
Customer experience in three phases.
We improve your customer experience step by step and start where your customers drop off. The Software Factory builds what that requires.
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Goal and benchmarks
We compare your customer experience with the market and set the growth and product strategy together.
Product Vision BoardExampleVision
Every order succeeds in one step.
Target group
Buyers and end customers
Needs
Fast ordering, clear delivery time
Product
Order toolkit for all channels
Goals
More completed orders
4 of 5 fields filledFor reviewYour team
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Design and test
We design product and experience together with your team and test prototypes before anything is built.
Prototype canvasExample1done2friction point3open
2 of 3 screens testedFor reviewYour team
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Steer growth
We improve in short steps and steer by conversion and customer value.
North star boardExampleCustomer Lifetime Value
74
- Order in one stepConversionwon
- Show delivery time before purchaseConversiontest running
- Reorder with one clickRepeat purchaseswaiting
Last measured 14 NovApprovedYour team
Results
Results from our projects.
Figures from a conversion design audit for a B2B provider.
up to 30 %
more conversion after the UX fixes went live
~€3m
identified savings potential in marketing
- Solution cards with quantified benefit per problem
- A prototype tested with real users
- A roadmap with steps, owners and target states
- A report that quantifies the revenue effect of each measure
Cases
How we deliver.
Client projects in which we redesigned shop, app and service and increased conversion.
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Telecommunications
Digital turnaround for Vodafone B2B
8 weeksfrom audit to quantified impact - Der intelligente Weinberater Retail and e-commerce
Enhance the customer experience with the help of an intelligent ChatBot
5 weeksto a ready-to-use prototype -
Retail and e-commerce Real added value for customers clearly communicated
FAQ
What clients ask us up front.
Answers to the questions we hear most often about this value lever.
What does the Experience value lever cover?
Experience covers everything customers see from your company, from the first search result to service after the purchase. We start with benchmarks and a growth and product strategy, then design and build the product and experience. After that, growth becomes ongoing operation.
What phases does an Experience project have?
There are three phases. First we compare your experience with the market and set the growth and product strategy together with you. Then we build product and experience with your team, and finally we measure and improve continuously until the numbers hold up.
How do I know whether we need to act on our customer experience?
Typical signs are visitors who come but do not buy, and a shop, app and service that feel like three different companies. Customers who prefer ordering by phone, or no clarity on which change moves conversion, also point to a need.
What do we have in hand after an Experience project?
The goal is a customer journey that can be measured and a product customers like to use. Conversion and customer value are fixed metrics, and your team improves in short steps.
Next step
Let’s talk about your customer journey.
Together we find out where your customers drop off and which change brings more revenue fastest.
